Full-Time Onboarding Consultant (USA Remote)

We are seeking a high-energy, flexible, and detail-oriented education technology professional to join our Customer Onboarding team in the US, to engage and inspire new and existing customers throughout the AMERICAS region.

As an Onboarding Consultant, you will set up customers for immediate success by helping them navigate change management through customer training and consultation, sharing best practices and facilitating implementation.

You will educate our new and existing customer base through the delivery of compelling and interactive training sessions that leave attendees inspired to incorporate our products into their teaching and learning strategies.

You will help solve technical problems with empathy and optimism, and identify and mitigate any risks associated with the customer’s adoption of our product.

You will be responsible for providing in-depth consulting services, using advanced functional knowledge, and product expertise to partner with customers on the implementation of their Turnitin product suite.

Responsibilities:

• Guide customers through a seamless implementation – You will own the onboarding process end-to-end for all assigned customers, including change management, implementation, integrations, training, usage, and adoption. You’re an expert at managing multiple projects at once.
• Educate customers for immediate success – You possess expert presentation skills for both online and in-person software training delivery. You will use your knowledge of education, assessment, and academic integrity to connect with your audience of education professionals, inspiring them to unlock the full potential of our tools. By hosting customized, consultative training sessions, you will bridge knowledge gaps, assess customer knowledge from self-paced learning modules, and facilitate change management to support customer outcomes.
• Solve technical problems – You will learn our products and integrations quickly and thoroughly, applying your technical knowledge to suggest solutions, propose workarounds, or escalate relevant details to our Support team.
• Collect and act on feedback – You will actively seek feedback on your training delivery from customers and peers to identify improvements that can be incorporated into your work as you strive for excellence in all that you do.
• Understand and act on success metrics – You will help develop and track key success metrics in relation to onboarding, adoption, and retention.
• Develop outstanding training materials – You are always searching for better ways to do things. You will continually test new ideas, revise existing training materials, and create high-quality resources for new topics. You are meticulous about sticking to brand design guidelines and ensuring training materials align with customer needs.
• Work as ‘One Team’ – You can engage and collaborate with ease in all stages of the customer journey.

Education: Bachelor’s degree or equivalent professional experience required; a graduate degree is highly valued.

Experience: A minimum of 3 years of experience onboarding customers at a SaaS company or in a related field, such as education technology.

Communication: Exceptional written and verbal communication skills and compelling presentation abilities for online and in-person delivery. A second language is highly valued.

Skills & Attributes:

• Proven ability to distill complex ideas into clear, powerful messaging tailored to diverse audiences with varying levels of technical expertise.
• Strong customer empathy, with the ability to connect with and engage clients effectively.
• Excellent organizational and project management skills for managing multiple priorities, long-term collaborative projects, and cross-functional partnerships with competing agendas.
• Tech-savvy, with the ability to quickly learn new software and train others effectively.
• Self-starter with the ability to work independently and in nuanced, ambiguous situations.
• Enthusiastic, engaging presence with customers and internal teams.
• Flexibility to work with global clients across multiple time zones.

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